Bad internet

[gm5584]

Internet is really bad, so is our TV, constant pixilating.   Our internet goes down daily, sometimes for a few minutes other times hours. Recently I changed our TV package. That is a long story as I had to make 3 attempts and a lot of frustration with customer service. At the same time I tried to resolve our internet issues. I had to be passed on to a different department. Went through a bunch of tests with tech support and in the end she said it was probably my modem and they had newer better modems now and recommended we get the new one. Great send me the new one. She said she couldn't because its my wife's name on the account. I told her I just changed my TV package, and I am the one that always deals with Rogers so I don't understand. Sorry she has to call and ask for the new modem.

So I get my wife to call the next day, they wont send her a new modem because we don't have Ignite TV. They flat out refuse. She explains that I was told that we could have a new modem for the internet and explains the conversation I had with tech support. They said NO, have to get Ignite TV. So she tells them I am going to call back, they tell her they wont talk to me unless she puts me on the account. So she tells them to put me on the account. They tell her she has to send them 2 pieces of my ID to put me on the account. She gets mad and hangs up.

The Rogers account was originally in my name not my wife's, over the many many years we have been with Rogers somehow the TV account stayed in my name but the internet account was switched to hers. But it all comes in one bill. 

So I call back and ask for a manager or supervisor, the gentleman insists he can help me and I don't need to speak to anyone else. So I tell him the whole story and  how insulting it is to me that Rogers is treating us this way, why do we have to have Ignite to get a better internet modem? He tells me to hold on please and he will look into this. 30 minutes later I'm still on hold, no joke 30 minutes. I did not want to hang up as I wanted to go up one side and down the other with this guy for leaving me on hold. But I had to hang up and I called back and tried to get the same guy but no luck. New guy tells me too bad so sad if we don't get Ignite TV no new modem for the internet.

That is issue one the second issue is most people these days just get internet, they don't get TV service from Rogers so why do I have to have Ignite TV to get Internet service?

Been a Rogers customer for about 40 years. Mean time I'll just put up with bad internet and pixelating TV as any other provider I have spoken to to all piggyback on the Rogers system. What a monopoly, thank you CRTC.    

[RogersTony]

Hello, @gm5584

Welcome to the Rogers community forums!

I can imagine how frustrating it was to go through this experience. Only the account holder or authorized contacts are able to make changes on the account. 

The newer modems are not compatible with the previous version of our services. You would have to switch to the newer Ignite TV platform to benefit from the new modems. You do not have to subscribe to Ignite TV to switch over to the new platform you can do so as Internet only but the discounts are better for Internet and TV bundles.

If you are interested in making the switch to the new Ignite platform to benefit from the newer modem then please send a private message to @CommunityHelps so we can gather your info and get started.

Not familiar with our private messaging system? No worries, click here. 

RogersTony

[-G-]

@gm5584  Sorry to hear about the issues that you are having with your Rogers services.  However, before you make any changes to your services, there are several things that you need to be aware of.

First, if you are having problems with your Internet service, switching to Ignite Internet WILL NOT fix those problems; only a good Rogers field tech can do that.  If you have a Hitron CODA modem, the Ignite gateways are different, not necessarily better.  The Ignite gateways have fewer configuration options.  You cannot configure 3rd-party DNS servers, they do not support Guest Wi-Fi networks, and if you use Port Forwarding to enable Internet access to devices on your Internal network, you may find the capabilities of the Ignite gateways too simplistic.  There are also some configuration options that can only be managed using an (iOS or Android) mobile app.

When switching from Digital TV to Ignite TV, make sure you check https://www.rogers.com/bundles to see which channels you will be getting.  Even though the Digital TV and Ignite TV package names (e.g. Premier) may be the same, the channel offerings are different.  For example, with Ignite TV, you will need to pay extra for basic US stations; ABC, CBS, FOX, NBC, PBS, etc. are not part of the base package anymore.  If you own your set-top boxes, they are not compatible with Ignite TV.  The Ignite set-top boxes also only have HDMI outputs and no audio outputs, so you will need adapters (which may or may not work) to connect the Ignite set-top boxes to older TVs and audio equipment.

I'm not saying this to dissuade you from switching to Ignite TV and Internet.  I highly recommend both.  I also used to be a Digital TV subscriber, and had nothing but problems with that service.  I have had zero issues with Ignite TV.  However, my Internet service also works flawlessly and I have good, reliable Wi-Fi connectivity within my home -- if you have unstable Internet and unreliable Wi-Fi, you will have constant problems with Ignite TV.  I am just pointing these things out because you appear to be upset and frustrated now, and I would not want you to experience any other unexpected and unwanted surprises.